Verbal, a Conversational Intelligence Platform, Teamed Up with iMerit to Help a Major Healthcare Call Center Reduce Manual Audits, Improve Agent Performance, and Substantially Reduce Quality Assurance Staffing Needs
Verbal had a key engagement with a national healthcare call center that specializes in addiction treatment. The call center was spending too much on quality assurance audits, and needed to accelerate service time while improving agent performance. With the Verbal platform, agents will get real-time feedback and coaching to achieve these goals. But to make Verbal perform, thousands of hours of calls needed to be audited and annotated.
iMerit audited and annotated every call, and generated training datasets to power Verbal’s platform. Within just a few weeks, Verbal had achieved their goal, and helped their customer reduce QA staffing needs by 70% while boosting agent performance by a 56%, resulting in an additional $1.1M in monthly revenue.